Frequently Asked Questions
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How can I contact you?
There are three ways to reach us:
- 1. Email: hsesame@163.com
- 2. WhatsApp number: +13431518174
- 3. KakaoTalk ID: hsesame
What payment methods do you accept?
We accept various credit cards, convenience store payments, and mobile payments (PayPay/Apple Pay/Google Pay). Please note that once the payment is completed, the method cannot be changed; we appreciate your understanding in advance.
I have not received an email.
Please check your spam folder first. If you still haven’t received it, kindly send us an email at [hsesame@163.com], detailing the situation using the following steps to create a summary table:
*Please remember to include ① your email address and ② your name when contacting us.
Can I return or exchange my order?
In principle, we do not accept returns or exchanges after payment has been completed; please confirm your selection before purchasing. However, if there are defective items or shipping errors despite our thorough inspection of all products, please contact us via email at [hsesame@163.com]. We can process returns or exchanges for incomplete orders.
When can I expect to receive my order?
Orders are expected to arrive within 7-20 business days (excluding weekends and holidays) after payment completion.
Delivery times may vary based on supplier inventory levels and transportation conditions; we appreciate your understanding in advance.
What should I do if I'm unavailable to receive my package?
The delivery personnel will mark the item as undeliverable if no one is present during delivery attempts.
Since storage time is limited to 7 days, please ensure that re-delivery arrangements are made within this period.
Items will be returned to our warehouse under the following circumstances:
– Failure to collect within the designated timeframe
– Incorrect address information
– Exceeding storage duration due to prolonged absence
Re-delivery of items returned to our warehouse will incur a re-delivery fee arranged through our store; please contact us via email at [hsesame@163.com] for assistance.
*The re-delivery fee will be borne by the customer; thank you for your understanding.*
Additionally, items left in storage for three weeks will automatically be discarded according to warehouse regulations; refunds cannot be issued in such cases—please ensure acceptance of delivered goods.
Tariffs and customs duties?
We do not charge customers any tariffs or customs duties; should any issues arise regarding this matter, they would need addressing with our company directly—rest assured while making purchases.
What is the shipping cost?
Shipping is free for certain countries while others may incur charges ranging from $5-$10 USD (the checkout page indicates which countries require shipping fees). Purchasing two or more items may qualify for free shipping.
Can you assist in writing a greeting card?
Certainly! We are more than happy to provide assistance. Please send the following information via email to [hsesame@163.com] within 48 hours after order confirmation: ① Order details ② Greeting card content.